Customer Feedback
A standardized and centralized process for collecting and tracking customer feedback.
Workflow Steps
Step 1 - Collect & Aggregate Feedback
Feedback is collected from multiple channels (e.g., NPS surveys, support tickets, app reviews) and aggregated into a single database or feedback tool.
Step 2 - Triage & Categorize with AI
A support or product manager reviews each piece of feedback. AI can be used to help automatically categorize it (e.g., bug report, feature request, usability issue) and assign a sentiment score.
Step 3 - Assign to Product/Eng Team
The categorized feedback is linked to or assigned to the relevant product or engineering team for review and consideration in their backlog.
Step 4 - Close the Loop with Customers
The system tracks the status of the feedback. When a requested feature is built or a bug is fixed, the customers who provided that feedback can be automatically notified, closing the loop and building loyalty.
The Purpose of Customer Feedback
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